SAQA REGISTRATION

SAQA US ID UNIT STANDARD TITLE

119676 – Apply the skills of customer service

LAST DATE FOR ENROLMENT

2026-06-30

CERTIFICATE VALIDITY

The certificate does not expire.

IMPORTANT NOTICE
From 1 July, the new QCTO qualifications will replace this SAQA unit standard.
QCTO qualifications are generally more expensive and take longer to complete.
Learners are encouraged to complete the SAQA unit standard route before the enrolment cut-off date.

DURATION

ZOOM (Blended Learning) – ±1–2 days online, with scheduled live sessions facilitated by an experienced facilitator.

eLearning – Fully online and self-paced. You may start, pause, and resume at any time.
Learning is mainly video-based with practical workplace examples and assignments.
When completed part-time, most learners complete this programme within 3–5 days.

CERTIFICATE | SETA STATEMENT OF RESULTS

TrainYouCan continuously submits verification requests to the ETDP SETA.
Turnaround times depend on ETDP SETA availability and may range from 6 weeks to 4 months.

ABOUT THIS COURSE

TRAINYOUCAN


(ETDP SETA) Accredited Training Network and its members are committed to complying with all ETQA requirements as stipulated by SAQA.

This unit standard equips learners with the practical skills and attitudes required to
deliver professional, effective customer service in a wide range of industries.
It focuses on communication, customer needs analysis, problem-solving, and maintaining positive customer relationships.

The course is suitable for frontline staff, supervisors, administrators, call-centre agents,
retail employees, and anyone whose role involves dealing directly with customers or the public.

The qualifying learner is capable of:

1. Understanding the principles and importance of customer service;
2. Communicating effectively with customers in a professional manner;
3. Identifying customer needs and expectations;
4. Handling customer complaints and queries constructively;
5. Applying problem-solving techniques to improve customer satisfaction;
6. Representing the organisation positively through service excellence.

COURSE SUMMARY

In particular, people credited with this unit standard are able to:

1. Apply customer service principles to meet and exceed customer expectations.
2. Communicate clearly and professionally with internal and external customers.
3. Identify and respond to customer needs using appropriate questioning and listening skills.
4. Handle complaints and difficult situations in a calm, constructive manner.
5. Work effectively with others to ensure consistent service delivery.
6. Use technology (e.g. systems, email, CRM tools) to support customer service processes.

Note: Any person wishing to offer accredited training or services may only do so with a valid
SOR (Statement of Results) issued by the ETDP SETA.
No other certificate may be used, even if it reflects the same unit standard.

ENROLMENT REQUIREMENTS

• Learners must be able to read, write, and communicate effectively in English.
• No prior customer service experience is required.
• Basic computer literacy is recommended for online learning.

Basically, you must be able to read and write in English!

METHODS OF LEARNING

This course is offered through:

• eLearning – Self-paced online learning with videos, real-life scenarios, and assignment-based evidence submission.
  Ideal for learners who require flexibility.
• ZOOM (Blended Learning) – Live online sessions with a facilitator on scheduled dates,
  combined with independent activities and practical assignments.

How eLearning works: You receive access to the learning platform, complete modules at your own pace,
and submit short assignments online for assessment and feedback.

How ZOOM blended learning works: You attend scheduled interactive sessions focused on practical customer service skills,
followed by independent activities and evidence submission.

BOOKINGS

CURRENTLY, THIS COURSE IS OFFERED VIA eLEARNING AND ZOOM ONLY

BOOKINGS: Book online through our booking site here.

WHO SHOULD ATTEND THIS COURSE

WHO SHOULD ATTEND THE “SKILLS OF CUSTOMER SERVICE” COURSE

• 1. Customer service representatives
  2. Frontline staff and administrators
  3. Call centre agents
  4. Retail and hospitality staff
  5. Supervisors and team leaders
  6. Anyone interacting with customers or the public

BENEFITS OF THIS COURSE

• Improved customer satisfaction: Build trust and long-term customer relationships.
• Highly transferable skill: Customer service skills are needed in almost every industry.
• Career advancement: Strong service skills support promotion into supervisory roles.
• Practical workplace impact: Apply skills immediately in real-world situations.
• Cost and time savings: Complete the SAQA unit standard before the QCTO transition.

JOB OPPORTUNITIES

• This unit standard supports employment across a wide range of sectors, including:
  • Customer Service Representative
  • Call Centre Agent
  • Client Liaison Officer
  • Receptionist / Front Office Administrator
  • Retail or Hospitality Supervisor
  • Sales and Service Consultant

  Conclusion

  Strong customer service skills are essential for organisational success.
  This course equips learners with recognised, practical competence to deliver professional service,
  improve customer satisfaction, and enhance employability across industries.